JOB SUMMARY

We are currently looking for an Customer Experience Specialist to join our Customer Experience Centre Function within the Enablement group.
This is a full-time opportunity, on a permanent basis. The role will be based in 10 South Colonnade, Canary Wharf London, E14 4PU. Please be aware that this role can only be worked in the UK and not overseas. We are open to requests for flexible working. Please discuss this with the recruiting manager before accepting an appointment.
Government departments and agencies are working towards implementing a minimum 60% attendance in office sites.
We are currently implementing a flexible, hybrid way of working, with a minimum of 8 days per month working on site to enable the collaboration and contact with partners and stakeholders needed to deliver MHRA business. Attendance on site is driven by business needs so depending on the nature of the role, this can flex up to 12 days a month, with the remainder of time worked either remotely or in the office. Some roles will need to be on site more regularly.

JOB DESCRIPTION

• This important front facing role will be part of the multidisciplinary Customer Experience Centre (CEC) team, responsible for the day-to-day operation of the agency’s main enquiry contact channels.
• In this fast-paced target driven environment you will handle enquiries from patients and members of the public.
• You will draw on your previous experience from other healthcare settings to help you resolve customer queries at first contact wherever possible, working with others across the agency where their input is needed.

PERSON SPECIFICATION

Our successful candidate will demonstrate the following:

• Customer service experience with proven ability of delivering a high level of customer care within fast paced environment
• Experience of working with patients and members of the public in a health or care setting e.g. Hospital, Care Home, Pharmacy etc.
• Working knowledge of relevant regulations such as GDPR

If you would like to find out more about this fantastic opportunity, please read our Job Description and Person Specification!
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SELECTION PROCESS DETAILS

We use the Civil Service Success Profiles to assess our candidates, find out more here.

• Online application form, including questions based on the Behaviour, Experience and Technical Success Profiles. Please ensure all application questions are completed in full; your application may not be considered if any responses are left blank. Our applications are CV blind, and our Hiring Managers will not be able to access your CV when reviewing your application.
• Interview, which can include questions based on the Behaviour, Experience, Technical and Strengths Success Profiles.

In the instance that we receive a high number of applications, we will hold an initial sift based on the lead criteria of having experience of working with patients and members of the public in a health or care setting e.g. Hospital, Care Home, Pharmacy etc.
Applicants are assessed on whether they meet any mandatory requirements as well as the necessary skills and experience for the role. Applications are scored based on the competency-based answers provided- ensure you have read these thoroughly and allow sufficient time. You can view the competencies for this role in the job description.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

KEY RESPONSIBILITIES:

• Ensuring high levels of customer service and a positive customer experience in all interactions with both internal and external customers.
• Answering and resolving all queries at first contact where possible, ensuring the tone and language used in drafts is clear, concise and empathetic where required, using approved templates as needed.
• Help drive improvements to the customer experience and champion a customer centric culture across the entire Agency.
• Contribute to the gathering of information on the experience of CEC customers through regular customer surveys and working collaboratively within your team to agree and implement action plans to improve our services.